Customer Service Technical Support

DW Davion Whitfield

Winter Park, FL ***** 407-***-****

****************@*****.***

PROFESSIONAL

SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

SKILLS Skilled in maintenance and

organization

Operating Control Consoles

Critical Thinking

Quality Standards

Project coordination

System installation and repair

Audio technologies

Problem resolution

Relationship building

Team building

Pallet jacks

Audio and Video Production

Materials handling and transport

Facilities maintenance

Warehouse operations

Delivery Procedures

Service Planning

Dispatching Field Personnel

Prioritizing Calls

WORK HISTORY DISPATCHER 08/2023 to CURRENT

TK Elevator Sanford, Florida

Closely monitored dispatch board to triage and prioritize over 30-75 daily calls.

Maintained updated and detailed records of calls in physical and electronic database.

Directed dispatching, routing, and tracking of numerous fleet vehicles. Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards. Analyzed customer feedback and provided solutions to improve customer service.

Conducted preventive maintenance and inspections to comply with building codes.

SCHEDULER/LEAD CSR 07/2022 to 12/2022

Lumio Solar Orlando, FL

Worked with approved vendors to source and receive products for customers.

Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions. Proofread and edited documents for accuracy and grammar. Increased customer service success rates by quickly resolving issues. Learned solar/roofing products and manufacturer differences to give customers sound advice on building materials.

Answered customer questions regarding products and resolved issues with order accuracy and quality.

Communicated effectively with dispatch regarding delivery progress and route detours.

Educated customers on product and service offerings. Helped customers sign up for loyalty programs and submitted completed paperwork.

Organized efficient daily work plans based on oral instructions and written directions to meet challenging objectives. TECHNICAL SUPPORT REPRESENTATIVE 10/2021 to 06/2022 Spectrum Maitland, FL

Translated complex technical issues into digestible language for non-technical users.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Collaborated with supervisors to de-escalate and address customer inquiries or technical issues.

Managed high levels of call flow and responded to internet technical support needs.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Explained security measures in simple terminology to help users understand malware and phishing threats.

Maintained servers and systems to keep networks fully operational during peak periods.

Responded to customer inquiries and provided technical assistance over phone and via email.

APPLE TECHNICAL SUPPORT AGENT - REMOTE 03/2020 to 09/2021 Transcom USA Orlando, FL

Managed call flow to respond to technical support needs of customers. Resolved service and technical problems for customers by asking clear and specific questions.

Referred unresolved customer grievances to designated departments for further investigation.

Multi-tasked Apple systems while providing service and resolving customer issues, questions, comments or concerns.

Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Diagnosed and troubleshot hardware, software and network issues. Reconciled accounts receivable ledger to verify payments and resolve variances.

Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

Monitored accounts to verify compliance with payment terms and schedules.

CSR /TAX ASSOCIATE 04/2017 to 05/2019

Credit Karma Orlando, FL

Offered advice and assistance to customers, paying attention to special needs or wants.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Responded to customer requests for products, services, and company information.

Receiving multi-channel interactions such as email, and chat correspondence and maintaining and updating customer database. Answered product and service questions, suggesting other offerings to attract potential customers.

Participated in team meetings and training sessions to stay informed about product updates and changes.

EDUCATION Associate of Arts Business Administration And Management 2012 Valencia College, Orlando, FL

Relevant Coursework: Music & Business

3.5 GPA

E-Fly G Step Team Fraternity Alumni Member

High School Diploma 06/2010

Sheeler High School, Apopka, FL

Relevant Coursework: Audio & Video Production

Professional Development: Economics

Extracurricular Activities: SGA

Contact this candidate